Main Article Content
Abstract
The purpose of this research is to analyze the influence of M-Commerce Ubiquity and Web Design on Brand Trust and M-Commerce Usage Behavior on Qris application users moderated by Product Reputation. Data collection for this study was carried out by filling out questionnaires periodically and online. The number of respondents who were successfully obtained and processed the data was 231 respondents. Research respondents are users who make payments with Qris. The tool used for data processing is Amos. The results of this study indicate that M-Commerce Ubiquity has no effect on Brand Trust, Web Design has a positive effect on Brand Trust, Brand Trust has a positive effect on M-Commerce Usage Behavior, M-Commerce Ubiquity has a positive effect on M-Commerce Usage Behavior mediated by Brand Trust, and Product Reputation moderates the effect of Brand Trust on M-Commerce Usage Behavior is not supported.
Keywords
Article Details
References
- Akram, U., Ansari, A. R., Ulhaq, I., & Yan, C. (2023). Cosmetics makers have always sold ‘hope in a jar’! Understanding the cosmetics purchase intention in the Chinese mobile commerce environment. Journal of Retailing and Consumer Services, 73, 103337. https://doi.org/10.1016/j.jretconser.2023.103337
- Al-Gasawneh, J. A., Al-Adamat, A. M., Al-Qeed, M. A., Nusairat, N. M., Ahmed, A., Ngah, A. H., & Judeh, M. (2021). Moderator-moderator: Digital coupon sales promotion, online reviews, website design, and the online shopping intention of consumers in Jordan. International Journal of Data and Network Science, 5(4), 757–768. https://doi.org/10.5267/j.ijdns.2021.7.005
- Albayrak, T., Karasakal, S., Kocabulut, Ö., & Dursun, A. (2020). Customer Loyalty Towards Travel Agency Websites: The Role of Trust and Hedonic Value. Journal of Quality Assurance in Hospitality & Tourism, 21(1), 50–77. https://doi.org/10.1080/1528008X.2019.1619497
- Albayrak, T., Rosario González-Rodríguez, M., Caber, M., & Karasakal, S. (2023). The Use of Mobile Applications for Travel Booking: Impacts of Application Quality and Brand Trust. Journal of Vacation Marketing, 29(1), 3–21. https://doi.org/10.1177/13567667211066544
- Bartikowski, B., Gierl, H., Richard, M.-O., & Fastoso, F. (2022). Multiple mental categorizations of culture-laden website design. Journal of Business Research, 141, 40–49. https://doi.org/10.1016/j.jbusres.2021.11.076
- Bryant, M. M., & Basu, R. (2023). People, profiles, and purchases: Investigating the impact of environmental cues in social commerce. Cogent Business & Management, 10(3). https://doi.org/10.1080/23311975.2023.2285037
- Cardoso, A., Gabriel, M., Figueiredo, J., Oliveira, I., Rêgo, R., Silva, R., Oliveira, M., & Meirinhos, G. (2022). Trust and Loyalty in Building the Brand Relationship with the Customer: Empirical Analysis in a Retail Chain in Northern Brazil. Journal of Open Innovation: Technology, Market, and Complexity, 8(3), 109. https://doi.org/10.3390/joitmc8030109
- Cavazos, D., Rutherford, M., & Shahzad, A. (2023). Attribute-based product reputation as a market signal: examining product safety recalls in the US auto industry. Management Decision, 61(11), 3573–3588. https://doi.org/10.1108/MD-02-2023-0227
- Chaouali, W., & Souiden, N. (2023). Design aesthetics in predominantly-utilitarian versus predominantly-hedonic services: the “what is beautiful is good” and “Ulysses” effects. Journal of Marketing Theory and Practice, 31(4), 502–515. https://doi.org/10.1080/10696679.2022.2085117
- Chen, H., Dou, Y., & Xiao, Y. (2023). Understanding the role of live streamers in live-streaming e-commerce. Electronic Commerce Research and Applications, 59, 101266. https://doi.org/10.1016/j.elerap.2023.101266
- Ebrahim, R. S. (2020). The Role of Trust in Understanding the Impact of Social Media Marketing on Brand Equity and Brand Loyalty. Journal of Relationship Marketing, 19(4), 287–308. https://doi.org/10.1080/15332667.2019.1705742
- Elgammal, I., Tan, C. C., Aureliano-Silva, L., & Selem, K. M. (2023). Employing S-O-R approach in linking mobile commerce ubiquity with usage behavior: roles of product reputation and brand trust. Kybernetes, 54(2), 832–852. https://doi.org/10.1108/K-07-2023-1359
- Elgammal, I., Tan, C. C., Aureliano-Silva, L., & Selem, K. M. (2025). Employing S-O-R approach in linking mobile commerce ubiquity with usage behavior: roles of product reputation and brand trust. Kybernetes, 54(2), 832–852. https://doi.org/10.1108/K-07-2023-1359
- Ferraro, C., Wheeler, M. A., Pallant, J. I., Wilson, S. G., & Oldmeadow, J. (2023). Not so trustless after all: Trust in Web3 technology and opportunities for brands. Business Horizons, 66(5), 667–678. https://doi.org/10.1016/j.bushor.2023.01.007
- Giao, H. N. K., Vuong, B. N., & Quan, T. N. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351–370. https://doi.org/10.5267/j.uscm.2019.11.004
- Gong, R. (2024). Does Rivals’ product recall increase Firm’s product related corporate social Responsibility? Journal of Business Research, 170, 114343. https://doi.org/10.1016/j.jbusres.2023.114343
- Grewal, L., & Stephen, A. T. (2019). In Mobile We Trust: The Effects of Mobile Versus Nonmobile Reviews on Consumer Purchase Intentions. Journal of Marketing Research, 56(5), 791–808. https://doi.org/10.1177/0022243719834514
- Guo, J., Zhang, W., & Xia, T. (2023). Impact of Shopping Website Design on Customer Satisfaction and Loyalty: The Mediating Role of Usability and the Moderating Role of Trust. Sustainability, 15(8), 6347. https://doi.org/10.3390/su15086347
- Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis Eighth edition. www.cengage.com/highered
- Han, G., Fu, X., & Wang, J. (2021). Risk Governance Mechanism of Food Safety Based on Product Reputation. Scientia Iranica, 0–0. https://doi.org/10.24200/sci.2021.55026.4038
- Hanaysha, J. R. (2022). Impact of social media marketing features on consumer’s purchase decision in the fast-food industry: Brand trust as a mediator. International Journal of Information Management Data Insights, 2(2), 100102. https://doi.org/10.1016/j.jjimei.2022.100102
- Haudi, H., Handayani, W., Suyoto, Musnaini, Y. T., Praseti, T., Pitaloka, E., Wijoyo, H., Yonata, H., Koho, I. R., & Cahyono, Y. (2022). The effect of social media marketing on brand trust, brand equity and brand loyalty. International Journal of Data and Network Science, 6(3), 961–972. https://doi.org/10.5267/j.ijdns.2022.1.015
- Hongsuchon, T., Alfawaz, K. M., Hariguna, T., & Alsulami, O. A. (2022). The effect of customer trust and commitment on customer sustainable purchasing in e-marketplace, the antecedents of customer learning value and customer purchasing value. Frontiers in Environmental Science, 10. https://doi.org/10.3389/fenvs.2022.964892
- Iuga, I. C., & Wainberg, D. (2024). Factors That Influence the Implementation of M-Commerce by Romanian SMEs During the COVID-19 Pandemic. Journal of the Knowledge Economy, 15(1), 4571–4604. https://doi.org/10.1007/s13132-023-01215-x
- Kang, S.-E., & Kim, T. (2023). The influence of YouTube content on travelers’ intentions to use Hyperloop trains: Using trust transfer theory. Travel Behaviour and Society, 30, 281–290. https://doi.org/10.1016/j.tbs.2022.10.007
- McLean, G., Osei-Frimpong, K., Al-Nabhani, K., & Marriott, H. (2020). Examining consumer attitudes towards retailers’ m-commerce mobile applications – An initial adoption vs. continuous use perspective. Journal of Business Research, 106, 139–157. https://doi.org/10.1016/j.jbusres.2019.08.032
- Movahedisaveji, M. M., & Shaukat, B. (2020). Mediating role of brand app trust in the relationship between antecedents and purchase intentions-Iranian B2C mobile apps. Journal of Management Analytics, 7(1), 69–104. https://doi.org/10.1080/23270012.2019.1699874
- Nurlina Bangun, & Aisyah. (2023). Pengaruh Website Design, Informativeness, dan Security of Online Transaction terhadap Customer Satisfaction. Jurnal ISIP: Jurnal Ilmu Sosial Dan Ilmu Politik, 19(1), 23–32. https://doi.org/10.36451/jisip.v19i1.69
- Prihantoro, W. P., Satria, A., & Hartoyo, H. (2018). The Determinant Factors of Behavior in M-Commerce Application Usage for Online Purchasing. Indonesian Journal of Business and Entrepreneurship. https://doi.org/10.17358/ijbe.4.2.118
- Salhab, H. A., Al-Amarneh, A., Aljabaly, S. M., Zoubi, M. M. Al, & Othman, M. D. (2023). The impact of social media marketing on purchase intention: The mediating role of brand trust and image. International Journal of Data and Network Science, 7(2), 591–600. https://doi.org/10.5267/j.ijdns.2023.3.012
- Saoula, O., Shamim, A., Mohd Suki, N., Ahmad, M. J., Abid, M. F., Patwary, A. K., & Abbasi, A. Z. (2023). Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use. Spanish Journal of Marketing - ESIC, 27(2), 178–201. https://doi.org/10.1108/SJME-07-2022-0159
- Selem, K. M., Shoukat, M. H., Shah, S. A., & de Brito Silva, M. J. (2023). The dual effect of digital communication reinforcement drivers on purchase intention in the social commerce environment. Humanities and Social Sciences Communications, 10(1), 47. https://doi.org/10.1057/s41599-023-01539-8
- Shaw, N., Eschenbrenner, B., & Brand, B. M. (2022). Towards a Mobile App Diffusion of Innovations model: A multinational study of mobile wallet adoption. Journal of Retailing and Consumer Services, 64, 102768. https://doi.org/10.1016/j.jretconser.2021.102768
- Tan, S.-M., & Liew, T. W. (2022). Multi-Chatbot or Single-Chatbot? The Effects of M-Commerce Chatbot Interface on Source Credibility, Social Presence, Trust, and Purchase Intention. Human Behavior and Emerging Technologies, 2022, 1–14. https://doi.org/10.1155/2022/2501538
- Wasiq, M., Johri, A., & Singh, P. (2022). Factors affecting adoption and use of M-commerce services among the customers in Saudi Arabia. Heliyon, 8(12), e12532. https://doi.org/10.1016/j.heliyon.2022.e12532
- Wen, C., Wang, N. (Tina), Fang, J., & Huang, M. (2023). An Integrated Model of Continued M-Commerce Applications Usage. Journal of Computer Information Systems, 63(3), 632–647. https://doi.org/10.1080/08874417.2022.2091682
- Xu, W., Cao, Y., & Chen, R. (2024). A multimodal analytics framework for product sales prediction with the reputation of anchors in live streaming e-commerce. Decision Support Systems, 177, 114104. https://doi.org/10.1016/j.dss.2023.114104
- Zhai, M., & Chen, Y. (2023). How do relational bonds affect user engagement in e-commerce livestreaming? The mediating role of trust. Journal of Retailing and Consumer Services, 71, 103239. https://doi.org/10.1016/j.jretconser.2022.103239
- Zhou, L., Liu, B., Zhao, Y., & Jiang, Z. (2019). Application research of grey fuzzy evaluation method in enterprise product reputation evaluation. Procedia CIRP, 83, 759–766. https://doi.org/10.1016/j.procir.2019.05.014.
References
Akram, U., Ansari, A. R., Ulhaq, I., & Yan, C. (2023). Cosmetics makers have always sold ‘hope in a jar’! Understanding the cosmetics purchase intention in the Chinese mobile commerce environment. Journal of Retailing and Consumer Services, 73, 103337. https://doi.org/10.1016/j.jretconser.2023.103337
Al-Gasawneh, J. A., Al-Adamat, A. M., Al-Qeed, M. A., Nusairat, N. M., Ahmed, A., Ngah, A. H., & Judeh, M. (2021). Moderator-moderator: Digital coupon sales promotion, online reviews, website design, and the online shopping intention of consumers in Jordan. International Journal of Data and Network Science, 5(4), 757–768. https://doi.org/10.5267/j.ijdns.2021.7.005
Albayrak, T., Karasakal, S., Kocabulut, Ö., & Dursun, A. (2020). Customer Loyalty Towards Travel Agency Websites: The Role of Trust and Hedonic Value. Journal of Quality Assurance in Hospitality & Tourism, 21(1), 50–77. https://doi.org/10.1080/1528008X.2019.1619497
Albayrak, T., Rosario González-Rodríguez, M., Caber, M., & Karasakal, S. (2023). The Use of Mobile Applications for Travel Booking: Impacts of Application Quality and Brand Trust. Journal of Vacation Marketing, 29(1), 3–21. https://doi.org/10.1177/13567667211066544
Bartikowski, B., Gierl, H., Richard, M.-O., & Fastoso, F. (2022). Multiple mental categorizations of culture-laden website design. Journal of Business Research, 141, 40–49. https://doi.org/10.1016/j.jbusres.2021.11.076
Bryant, M. M., & Basu, R. (2023). People, profiles, and purchases: Investigating the impact of environmental cues in social commerce. Cogent Business & Management, 10(3). https://doi.org/10.1080/23311975.2023.2285037
Cardoso, A., Gabriel, M., Figueiredo, J., Oliveira, I., Rêgo, R., Silva, R., Oliveira, M., & Meirinhos, G. (2022). Trust and Loyalty in Building the Brand Relationship with the Customer: Empirical Analysis in a Retail Chain in Northern Brazil. Journal of Open Innovation: Technology, Market, and Complexity, 8(3), 109. https://doi.org/10.3390/joitmc8030109
Cavazos, D., Rutherford, M., & Shahzad, A. (2023). Attribute-based product reputation as a market signal: examining product safety recalls in the US auto industry. Management Decision, 61(11), 3573–3588. https://doi.org/10.1108/MD-02-2023-0227
Chaouali, W., & Souiden, N. (2023). Design aesthetics in predominantly-utilitarian versus predominantly-hedonic services: the “what is beautiful is good” and “Ulysses” effects. Journal of Marketing Theory and Practice, 31(4), 502–515. https://doi.org/10.1080/10696679.2022.2085117
Chen, H., Dou, Y., & Xiao, Y. (2023). Understanding the role of live streamers in live-streaming e-commerce. Electronic Commerce Research and Applications, 59, 101266. https://doi.org/10.1016/j.elerap.2023.101266
Ebrahim, R. S. (2020). The Role of Trust in Understanding the Impact of Social Media Marketing on Brand Equity and Brand Loyalty. Journal of Relationship Marketing, 19(4), 287–308. https://doi.org/10.1080/15332667.2019.1705742
Elgammal, I., Tan, C. C., Aureliano-Silva, L., & Selem, K. M. (2023). Employing S-O-R approach in linking mobile commerce ubiquity with usage behavior: roles of product reputation and brand trust. Kybernetes, 54(2), 832–852. https://doi.org/10.1108/K-07-2023-1359
Elgammal, I., Tan, C. C., Aureliano-Silva, L., & Selem, K. M. (2025). Employing S-O-R approach in linking mobile commerce ubiquity with usage behavior: roles of product reputation and brand trust. Kybernetes, 54(2), 832–852. https://doi.org/10.1108/K-07-2023-1359
Ferraro, C., Wheeler, M. A., Pallant, J. I., Wilson, S. G., & Oldmeadow, J. (2023). Not so trustless after all: Trust in Web3 technology and opportunities for brands. Business Horizons, 66(5), 667–678. https://doi.org/10.1016/j.bushor.2023.01.007
Giao, H. N. K., Vuong, B. N., & Quan, T. N. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351–370. https://doi.org/10.5267/j.uscm.2019.11.004
Gong, R. (2024). Does Rivals’ product recall increase Firm’s product related corporate social Responsibility? Journal of Business Research, 170, 114343. https://doi.org/10.1016/j.jbusres.2023.114343
Grewal, L., & Stephen, A. T. (2019). In Mobile We Trust: The Effects of Mobile Versus Nonmobile Reviews on Consumer Purchase Intentions. Journal of Marketing Research, 56(5), 791–808. https://doi.org/10.1177/0022243719834514
Guo, J., Zhang, W., & Xia, T. (2023). Impact of Shopping Website Design on Customer Satisfaction and Loyalty: The Mediating Role of Usability and the Moderating Role of Trust. Sustainability, 15(8), 6347. https://doi.org/10.3390/su15086347
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis Eighth edition. www.cengage.com/highered
Han, G., Fu, X., & Wang, J. (2021). Risk Governance Mechanism of Food Safety Based on Product Reputation. Scientia Iranica, 0–0. https://doi.org/10.24200/sci.2021.55026.4038
Hanaysha, J. R. (2022). Impact of social media marketing features on consumer’s purchase decision in the fast-food industry: Brand trust as a mediator. International Journal of Information Management Data Insights, 2(2), 100102. https://doi.org/10.1016/j.jjimei.2022.100102
Haudi, H., Handayani, W., Suyoto, Musnaini, Y. T., Praseti, T., Pitaloka, E., Wijoyo, H., Yonata, H., Koho, I. R., & Cahyono, Y. (2022). The effect of social media marketing on brand trust, brand equity and brand loyalty. International Journal of Data and Network Science, 6(3), 961–972. https://doi.org/10.5267/j.ijdns.2022.1.015
Hongsuchon, T., Alfawaz, K. M., Hariguna, T., & Alsulami, O. A. (2022). The effect of customer trust and commitment on customer sustainable purchasing in e-marketplace, the antecedents of customer learning value and customer purchasing value. Frontiers in Environmental Science, 10. https://doi.org/10.3389/fenvs.2022.964892
Iuga, I. C., & Wainberg, D. (2024). Factors That Influence the Implementation of M-Commerce by Romanian SMEs During the COVID-19 Pandemic. Journal of the Knowledge Economy, 15(1), 4571–4604. https://doi.org/10.1007/s13132-023-01215-x
Kang, S.-E., & Kim, T. (2023). The influence of YouTube content on travelers’ intentions to use Hyperloop trains: Using trust transfer theory. Travel Behaviour and Society, 30, 281–290. https://doi.org/10.1016/j.tbs.2022.10.007
McLean, G., Osei-Frimpong, K., Al-Nabhani, K., & Marriott, H. (2020). Examining consumer attitudes towards retailers’ m-commerce mobile applications – An initial adoption vs. continuous use perspective. Journal of Business Research, 106, 139–157. https://doi.org/10.1016/j.jbusres.2019.08.032
Movahedisaveji, M. M., & Shaukat, B. (2020). Mediating role of brand app trust in the relationship between antecedents and purchase intentions-Iranian B2C mobile apps. Journal of Management Analytics, 7(1), 69–104. https://doi.org/10.1080/23270012.2019.1699874
Nurlina Bangun, & Aisyah. (2023). Pengaruh Website Design, Informativeness, dan Security of Online Transaction terhadap Customer Satisfaction. Jurnal ISIP: Jurnal Ilmu Sosial Dan Ilmu Politik, 19(1), 23–32. https://doi.org/10.36451/jisip.v19i1.69
Prihantoro, W. P., Satria, A., & Hartoyo, H. (2018). The Determinant Factors of Behavior in M-Commerce Application Usage for Online Purchasing. Indonesian Journal of Business and Entrepreneurship. https://doi.org/10.17358/ijbe.4.2.118
Salhab, H. A., Al-Amarneh, A., Aljabaly, S. M., Zoubi, M. M. Al, & Othman, M. D. (2023). The impact of social media marketing on purchase intention: The mediating role of brand trust and image. International Journal of Data and Network Science, 7(2), 591–600. https://doi.org/10.5267/j.ijdns.2023.3.012
Saoula, O., Shamim, A., Mohd Suki, N., Ahmad, M. J., Abid, M. F., Patwary, A. K., & Abbasi, A. Z. (2023). Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use. Spanish Journal of Marketing - ESIC, 27(2), 178–201. https://doi.org/10.1108/SJME-07-2022-0159
Selem, K. M., Shoukat, M. H., Shah, S. A., & de Brito Silva, M. J. (2023). The dual effect of digital communication reinforcement drivers on purchase intention in the social commerce environment. Humanities and Social Sciences Communications, 10(1), 47. https://doi.org/10.1057/s41599-023-01539-8
Shaw, N., Eschenbrenner, B., & Brand, B. M. (2022). Towards a Mobile App Diffusion of Innovations model: A multinational study of mobile wallet adoption. Journal of Retailing and Consumer Services, 64, 102768. https://doi.org/10.1016/j.jretconser.2021.102768
Tan, S.-M., & Liew, T. W. (2022). Multi-Chatbot or Single-Chatbot? The Effects of M-Commerce Chatbot Interface on Source Credibility, Social Presence, Trust, and Purchase Intention. Human Behavior and Emerging Technologies, 2022, 1–14. https://doi.org/10.1155/2022/2501538
Wasiq, M., Johri, A., & Singh, P. (2022). Factors affecting adoption and use of M-commerce services among the customers in Saudi Arabia. Heliyon, 8(12), e12532. https://doi.org/10.1016/j.heliyon.2022.e12532
Wen, C., Wang, N. (Tina), Fang, J., & Huang, M. (2023). An Integrated Model of Continued M-Commerce Applications Usage. Journal of Computer Information Systems, 63(3), 632–647. https://doi.org/10.1080/08874417.2022.2091682
Xu, W., Cao, Y., & Chen, R. (2024). A multimodal analytics framework for product sales prediction with the reputation of anchors in live streaming e-commerce. Decision Support Systems, 177, 114104. https://doi.org/10.1016/j.dss.2023.114104
Zhai, M., & Chen, Y. (2023). How do relational bonds affect user engagement in e-commerce livestreaming? The mediating role of trust. Journal of Retailing and Consumer Services, 71, 103239. https://doi.org/10.1016/j.jretconser.2022.103239
Zhou, L., Liu, B., Zhao, Y., & Jiang, Z. (2019). Application research of grey fuzzy evaluation method in enterprise product reputation evaluation. Procedia CIRP, 83, 759–766. https://doi.org/10.1016/j.procir.2019.05.014.